CA2742958C - Procedure d'acheminement en deux etapes dans un centre d'appels - Google Patents

Procedure d'acheminement en deux etapes dans un centre d'appels Download PDF

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Publication number
CA2742958C
CA2742958C CA2742958A CA2742958A CA2742958C CA 2742958 C CA2742958 C CA 2742958C CA 2742958 A CA2742958 A CA 2742958A CA 2742958 A CA2742958 A CA 2742958A CA 2742958 C CA2742958 C CA 2742958C
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Prior art keywords
callers
agents
computers
data
caller
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CA2742958A
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CA2742958A1 (fr
Inventor
Zia Chishti
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Afiniti Ltd
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Afiniti International Holdings Ltd
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Publication date
Priority claimed from US12/266,446 external-priority patent/US8824658B2/en
Priority claimed from US12/266,461 external-priority patent/US8472611B2/en
Application filed by Afiniti International Holdings Ltd filed Critical Afiniti International Holdings Ltd
Priority to CA2958005A priority Critical patent/CA2958005C/fr
Publication of CA2742958A1 publication Critical patent/CA2742958A1/fr
Application granted granted Critical
Publication of CA2742958C publication Critical patent/CA2742958C/fr
Active legal-status Critical Current
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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/55—Aspects of automatic or semi-automatic exchanges related to network data storage and management
    • H04M2203/551—Call history

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
  • Data Exchanges In Wide-Area Networks (AREA)

Abstract

L'invention porte sur des systèmes et des procédés pour router des appelants vers des agents dans un centre de contact utilisant une approche de traitement multicouche pour apparier un appelant à un agent. Une première couche du traitement peut comprendre deux modèles ou procédés informatiques différents pour établir un score ou déterminer des paires appelant-agent dans un centre de routage. La sortie de la première couche peut être reçue par une seconde couche de traitement pour équilibrer ou pondérer les sorties et sélectionner un appariement appelant-agent final. Les deux procédés ou plus peuvent comprendre un routage à base de file d'attente classique, un routage à base de performance, des algorithmes d'appariement de forme, d'appariement par affinité, et analogues. Les sorties ou scores des deux procédés ou plus peuvent être traités par la seconde couche de traitement afin de sélectionner une paire appelant-agent et amener l'appelant à être routé vers un agent particulier.
CA2742958A 2008-11-06 2009-10-21 Procedure d'acheminement en deux etapes dans un centre d'appels Active CA2742958C (fr)

Priority Applications (1)

Application Number Priority Date Filing Date Title
CA2958005A CA2958005C (fr) 2008-11-06 2009-10-21 Procedure d'acheminement en deux etapes dans un centre d'appels

Applications Claiming Priority (5)

Application Number Priority Date Filing Date Title
US12/266,446 2008-11-06
US12/266,461 2008-11-06
US12/266,446 US8824658B2 (en) 2008-11-06 2008-11-06 Selective mapping of callers in a call center routing system
US12/266,461 US8472611B2 (en) 2008-11-06 2008-11-06 Balancing multiple computer models in a call center routing system
PCT/US2009/061537 WO2010053701A2 (fr) 2008-11-06 2009-10-21 Systèmes et procédés dans un système de routage de centre d'appel

Related Child Applications (1)

Application Number Title Priority Date Filing Date
CA2958005A Division CA2958005C (fr) 2008-11-06 2009-10-21 Procedure d'acheminement en deux etapes dans un centre d'appels

Publications (2)

Publication Number Publication Date
CA2742958A1 CA2742958A1 (fr) 2010-05-14
CA2742958C true CA2742958C (fr) 2017-08-08

Family

ID=41557475

Family Applications (2)

Application Number Title Priority Date Filing Date
CA2958005A Active CA2958005C (fr) 2008-11-06 2009-10-21 Procedure d'acheminement en deux etapes dans un centre d'appels
CA2742958A Active CA2742958C (fr) 2008-11-06 2009-10-21 Procedure d'acheminement en deux etapes dans un centre d'appels

Family Applications Before (1)

Application Number Title Priority Date Filing Date
CA2958005A Active CA2958005C (fr) 2008-11-06 2009-10-21 Procedure d'acheminement en deux etapes dans un centre d'appels

Country Status (11)

Country Link
EP (1) EP2364545B1 (fr)
JP (1) JP5631326B2 (fr)
CN (1) CN102301688B (fr)
AU (1) AU2009311534B2 (fr)
CA (2) CA2958005C (fr)
ES (1) ES2743654T3 (fr)
HU (1) HUE045490T2 (fr)
MX (1) MX2011004815A (fr)
NZ (1) NZ592781A (fr)
PT (1) PT2364545T (fr)
WO (1) WO2010053701A2 (fr)

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US10708431B2 (en) 2008-01-28 2020-07-07 Afiniti Europe Technologies Limited Techniques for hybrid behavioral pairing in a contact center system
US9787841B2 (en) 2008-01-28 2017-10-10 Afiniti Europe Technologies Limited Techniques for hybrid behavioral pairing in a contact center system
US8824658B2 (en) 2008-11-06 2014-09-02 Satmap International Holdings Limited Selective mapping of callers in a call center routing system
US9692898B1 (en) 2008-01-28 2017-06-27 Afiniti Europe Technologies Limited Techniques for benchmarking paring strategies in a contact center system
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Also Published As

Publication number Publication date
CN102301688A (zh) 2011-12-28
MX2011004815A (es) 2011-06-16
HUE045490T2 (hu) 2019-12-30
PT2364545T (pt) 2019-09-17
JP2012507976A (ja) 2012-03-29
CA2958005A1 (fr) 2010-05-14
EP2364545A2 (fr) 2011-09-14
AU2009311534B2 (en) 2014-04-24
CA2958005C (fr) 2021-07-27
CA2742958A1 (fr) 2010-05-14
EP2364545B1 (fr) 2019-06-12
NZ592781A (en) 2013-12-20
AU2009311534A1 (en) 2010-05-14
ES2743654T3 (es) 2020-02-20
JP5631326B2 (ja) 2014-11-26
WO2010053701A2 (fr) 2010-05-14
CN102301688B (zh) 2014-05-21
WO2010053701A3 (fr) 2010-07-22

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